System Analyst in the Solutions Delivery Team.Responsible for the planning, design, development and on going support of our Microsoft 365 solutions for the company, using technologies such as SharePoint, Power Apps, Power Automate Flows and SQL Server. Internally recognised for a number of applications I have developed providing quick but thorough solutions for the business.

Responsible for 2nd and 3rd line technical support and escalations from the service desk. Involved in a number of technical projects to ensure the ICT infrastructure serves Gentoo’s staff and tenant’s needs. DutiesProject Lead & Implement new infrastructure hardware/software installationsSupport & maintain the company core networkSupport radio network including Ceragon, Motorola, Infinet linksSupport firewall, VPN, VMs, Anti Virus, Web and Email filtering, Windows Servers, Antivirus, Cisco Telephony.Disaster Recovery planning and implementationProvide 24/7 ‘out-of-hours’ emergency support Running training workshops and drop in sessions on IT issues to colleagues and staff. Liaising with third parties to resolve issuesManage the Group’s Domain (File / Folder access, User Access, Group Policy configurations)

Providing 2nd line support, guidance and practical assistance to the company's users and also to fellow ICT colleagues via telephone, email, remote support software and face to face communication. Also, next point of contact for internal & external queries to the Service Desk when Service Desk Supervisor was unavailable.DutiesCentral point of contact for 1st and 2nd line IT issues as part of the groups IT Service desk functionInvestigating, resolving and documenting 1st and 2nd line faults and requests, remotely and on-siteMonitoring & Managing Windows servers both virtual and physical System Administrator to the groups Mobile Device Management SystemManage the groups Assets (Hardware & Software Licencing) Maintaining and rolling out new Hardware in the company (Laptops, Mobile Phones)Deal with 1st line Citrix queriesResponsible for support and maintenance of the groups Android (Repairs), iOS (Housing Management) and Windows Mobile (Legacy Repairs)

Responsible for taking & logging incoming calls & providing efficient customer support for all 1st Line issues relating to Servers, Desktops, Laptops and Mobile Devices. Supporting over 1500 users & on average answering 120 ICT phones calls a day, alongside logging and processing issues to our 2nd & 3rd line support teams whilst ensuring the highest level of customer service.

Responsible for the support of the school’s ICT equipment and software includingInstall and maintain the school's software packages.Work with 3rd parties for support.Responsible for the up keep and renewal of the school's maintenance contracts.Supporting staff with any ICT issues.Running a computer club for the pupils.